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Member Experience Officer

3 months ago

Chandler, United States Mountain America Credit Union Full time

At Mountain America, the Member Experience Officer (MEO) recognizes and meets member needs by providing quality service through teller, branch operations, and loan servicing transactions and cross-selling products and services in order to help our members achieve their financial dreams.

**LOCATION**

Chandler AZ Branch

3471 West Frye Road
Chandler, AZ 85226

**SCHEDULE**

Full Time: Monday - Friday 8:45am - 6:15pm; Rotating Saturdays 8:45am - 2:15pm
- Day off during the week when a Saturday is worked.

**The Chandler AZ Branch has 3 FT Member Experience Officer positions currently available at their branch.**
- ** 1 FT Non-Bi-lingual Member Experience Officers**:

- ** 1FT Bi-lingual (English/Spanish Speaking) Member Experience Officer**

At Mountain America, we are committed to taking care of all our employees.
- ** Starting competitive pay + $2.00 Location Allowance + incentives**:

- Performance reviews with opportunities to increase compensation
- Excellent medical and dental benefits with mínimal employee contribution (full time employees)
- Paid time off, volunteer time off, and paid holidays
- Matching 401K
- Tuition assistance
- Professional development
- And more

To be effective, an individual must be able to perform each job duty successfully.

**Member Focus**
- Builds and maintains relationships with Mountain America Credit Union Members by engaging in conversations in person and over the phone
- Provides quality service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs.
- Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach.
- Fulfills member requests for products and services while looking for ways to grow member relationships and accomplish credit union objectives.
- Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Follows up with member interactions with thank you notes and phone calls using the MACU (222) approach

**Loan Servicing**
- Prepares and disburses loans within lending limits and credit union guidelines
- Prepares loan documentation, initiates credit reports and conducts closings for home equity, personal, and auto loans
- Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position

**Cash Transactions**
- Accurately maintains cash drawer.
- Accurately and efficiently processes transactions in accordance with established policies and procedures
- Assists in the opening and closing procedures of the branch
- Responsible for Branch Security which includes vault combinations, security codes, and member information
- Handles all transactions with accuracy and courtesy, while maintain privacy and security.

**Other Responsibilities**
- While in this position, will travel within regional area (up to 15 miles), to provide assistance to different branches and receive training and feedback from different branch leaders.
- Requires occasional travel to other branches
- Acts as a liaison to Business Services Reaches out to the community through outbound phone calls and by attending SEG events
- Performs Teller duties as needed
- Represents the credit union in a professional manner, both in dress and in actions
- Keeps work area neat and clean
- Actively participates and completes product knowledge courses
- Complies with all regulations as required by law
- Performs other duties as assigned

**KNOWLEDGE, SKILLS, and ABILITIES**
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

**Experience**
- At least **one year** of retail banking or related sales and customer service experience preferred
- Ability to satisfy immediate and unexpected needs, by recommending credit union products and services with knowledge and confidence.
- Ability to multi-task and maintain composure while handling all member activities and requests
- Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
- Ability to perform mathematical calculations.
- Ability to communicate effectively using written and verbal communication

**Education**
High school diploma or equivalent

**Licenses, Certificates, Registrations, Trainings**

To be completed during the first 90 days:

- Vali